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Customers' satisfaction and service quality towards frontline staff at Yayasan Sarawak / Nur Affiqah Alwi

The study was a descriptive research to investigate the elements that can identify the customers' satisfaction and service quality towards frontiine staff at Yayasan Sarawak. The entire report of the study was structured into five (5) chapters. Chapter one was a presentation of the background o...

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Main Author: Alwi, Nur Affiqah
Format: Thesis
Language:English
Published: 2015
Subjects:
Consumer satisfaction
Groups and organizations
Online Access:http://ir.uitm.edu.my/id/eprint/36921/1/36921.pdf
http://ir.uitm.edu.my/id/eprint/36921/
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spelling my.uitm.ir.369212020-11-17T06:49:30Z http://ir.uitm.edu.my/id/eprint/36921/ Customers' satisfaction and service quality towards frontline staff at Yayasan Sarawak / Nur Affiqah Alwi Alwi, Nur Affiqah Consumer satisfaction Groups and organizations The study was a descriptive research to investigate the elements that can identify the customers' satisfaction and service quality towards frontiine staff at Yayasan Sarawak. The entire report of the study was structured into five (5) chapters. Chapter one was a presentation of the background of the study, problem statement, objectives, research questions, significance and scope of the study. The majority of respondents are female respondents. The highest respondents are from the 20 years old and below. The single respondents are the majority of marital status and Chinese is the most race group of the respondent. The occupational is most for the respondents that are from private sector. Chapter two was a comprehensive presentation of the literature that was reviewed for the study. These were relevant concepts and theories of the research topic. They include the concepts of customer satisfaction, frontline staffand service quality. Chapter Three was the methodology of the study, it presented the research design, population, sampling technique, sample size, unit of analysis, instrument, data collection procedure and data analysis. Chapter Four was a presentation and analysis of the data collected. It started with a profile of the respondents (customers) and descriptive statistics of service quality and customer satisfaction. 2015-12 Thesis NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/36921/1/36921.pdf Alwi, Nur Affiqah (2015) Customers' satisfaction and service quality towards frontline staff at Yayasan Sarawak / Nur Affiqah Alwi. Degree thesis, Universiti Teknologi MARA Cawangan Sarawak.
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Consumer satisfaction
Groups and organizations
spellingShingle Consumer satisfaction
Groups and organizations
Alwi, Nur Affiqah
Customers' satisfaction and service quality towards frontline staff at Yayasan Sarawak / Nur Affiqah Alwi
description The study was a descriptive research to investigate the elements that can identify the customers' satisfaction and service quality towards frontiine staff at Yayasan Sarawak. The entire report of the study was structured into five (5) chapters. Chapter one was a presentation of the background of the study, problem statement, objectives, research questions, significance and scope of the study. The majority of respondents are female respondents. The highest respondents are from the 20 years old and below. The single respondents are the majority of marital status and Chinese is the most race group of the respondent. The occupational is most for the respondents that are from private sector. Chapter two was a comprehensive presentation of the literature that was reviewed for the study. These were relevant concepts and theories of the research topic. They include the concepts of customer satisfaction, frontline staffand service quality. Chapter Three was the methodology of the study, it presented the research design, population, sampling technique, sample size, unit of analysis, instrument, data collection procedure and data analysis. Chapter Four was a presentation and analysis of the data collected. It started with a profile of the respondents (customers) and descriptive statistics of service quality and customer satisfaction.
format Thesis
author Alwi, Nur Affiqah
author_facet Alwi, Nur Affiqah
author_sort Alwi, Nur Affiqah
title Customers' satisfaction and service quality towards frontline staff at Yayasan Sarawak / Nur Affiqah Alwi
title_short Customers' satisfaction and service quality towards frontline staff at Yayasan Sarawak / Nur Affiqah Alwi
title_full Customers' satisfaction and service quality towards frontline staff at Yayasan Sarawak / Nur Affiqah Alwi
title_fullStr Customers' satisfaction and service quality towards frontline staff at Yayasan Sarawak / Nur Affiqah Alwi
title_full_unstemmed Customers' satisfaction and service quality towards frontline staff at Yayasan Sarawak / Nur Affiqah Alwi
title_sort customers' satisfaction and service quality towards frontline staff at yayasan sarawak / nur affiqah alwi
publishDate 2015
url http://ir.uitm.edu.my/id/eprint/36921/1/36921.pdf
http://ir.uitm.edu.my/id/eprint/36921/
_version_ 1685651466462691328
score 13.211869

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